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Customer Operations Manager
1 week ago
Jio is launching its RCS based Jio Business Messaging service and is aiming at a leadership position for market share. Jio aims to change the landscape of the customer communication and engagement using conversational messaging. With this objective, Jio is building a customer support team to ensure best experience and satisfaction for our customers and in turn the success of this channel and business for Jio. Role Overview: As a customer support you play a pivotal role in providing a seamless customer experience to our new and existing customer. You will serve as the primary point of contact for client onboarding, customer queries and technical issue resolution. Key Responsibilities:
• Serve as the primary point of contact for Onboarding of new customers.
• Service new and existing customers by managing their inquiries and issues through calls and emails.
• Daily monitoring and resolution of customer-reported issues.
• Analyzing customer issues and traffic data.
• Providing remote product and feature training to customers.
• Coordinating with other teams, including L2 tech support, vendors, product, and business teams.
• Participating in product and released feature User Acceptance Testing (UAT) and collecting feedback.
Mandatory Key Skills:
• Good Communication skill voice and Email(written), Customer Handling and knowledge of technical support related process.
• Knowledge of Windows OS, Web services, API & Postman
• Well versed with MS office (Word, excel and power point)
• Basic DB understanding, SQL, Oracle
• Fundamentals of computer networking, ISP, ISP, Firewall
• Proficiency in digital communication channels such as RCS, SMS, WhatsApp, email, voice, and mobile apps.
• Flexible working in shifts including night shifts. Qualifications:
• Any graduate with specialization in computer science.
• 4-5 years of prior experience in Customer Support, preferably for a communications product.
• Good Communication skill voice and Email(written), Customer Handling and knowledge of technical support related process.
• Knowledge of Windows OS, Web services, API & Postman
• Well versed with MS office (Word, excel and power point)
• Fundamentals of computer networking, ISP, ISP, Firewall
• Proficiency in digital communication channels such as RCS, SMS, WhatsApp, email, voice, and mobile apps.
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